Efinancial

  • Help Desk Technician Level II

    Location US-WA-Bellevue
    Job ID
    2018-1809
  • Overview

    Checks and responds to incoming client tickets. Diagnoses and resolves technical hardware and software issues, user set-up and removal, performs a variety of maintenance, end-user support and support tasks to ensure end-user workstations and network performance meet company and user requirements. Documents, tracks, and monitors the problem to ensure a timely resolution.

    Responsibilities

    • Responds to support requests (i.e., telephone, e-mail, support-portal and personnel requests) to requests or resolve technical issues
    • Prioritize tickets so to quickly resolve them in a timely manner
    • Document actions during the ticket resolution
    • Stay current with IT environment, changes, and updates
    • Identify and escalate problem tickets and urgent situations to the proper resource
    • Resolving more complex issues requiring detailed systems and applications knowledge
    • Ability to perform network performance issue that effect the client base which may include working with firewall, switches, modems, and other devices.
    • Keep work area and equipment room organized
    • Notify manager of lack of resources
    • Identify issues and suggest operational improvements
    • Actively contribute to ongoing process improvement
    • Ability to complete multiple simultaneous projects in a timely manner
    • Provides mentoring and guidance to less experienced personnel to increase their technical knowledge and customer service skills.

    Qualifications

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

     

    Education/Experience:

     

    • Associates degree
    • 3 + years help desk experience and/or training; or equivalent combination of education and experience

     

    Computer and Technical Skills:

    • Advanced level Microsoft Office/Microsoft OS, client device support experience
    • Intermediate level Microsoft Office/Apple OS, client device support experience
    • Intermediate level Microsoft Applications on mobile devices (iOS, Android) support experience

     

    Certificates and Licenses:

     

    • A+ Certification or related experience and certifications preferred

     

    Other qualifications:

    • Meet the physical demands of a professional office environment.
    • Ability to lifting and carry up to 40 lbs

    EEOC/Other

    eFinancial is an equal opportunity employer and supports a diverse workplace. As an eFinancial employee, you will be eligible for Medical and Dental Insurance, Health Savings Accounts, Flexible Spending Accounts (Health, Dependent Care & Transit), Vision Care, 401(K), Short-term and Long-term Disability, Life and AD&D coverages.

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